Cancel Matterport: Easy Method

What is Matterport

Overview

Matterport is a 3D capture platform that converts physical spaces into interactive digital twins for real estate, construction, insurance and other industries.

The service includes cloud-hosted models, capture services, software subscriptions, and dedicated hardware for scanning spaces.

Primary offerings

Matterport sells platform subscriptions, on-demand capture services, and scanning hardware directly or via resellers.

Subscriptions are managed online (my.matterport.com) and hardware may be purchased from Matterport or authorised partners.

How to cancel Matterport

Cancelling a Platform Subscription (web)

• Sign in to your Matterport account at my.matterport.com.
• Go to Account Settings > Subscription and choose the cancel option.
• Note: Cancellation takes effect at the end of the current billing period.
• Provide at least 30 days' written notice before the end of the initial or any renewal period if required by your plan.

Cancelling Capture Services or a Scan Booking

• Contact the capture scheduling team or use the booking link in your confirmation email.
• If you cancel more than 24 hours before the scheduled appointment, Matterport may issue a credit or, at its discretion, a refund.
• If you cancel less than 24 hours before the appointment, a Cancellation Fee applies and no refund or credit is given.

Returning Hardware Purchased from Matterport

• Return the first hardware item within 30 days of shipment in original, undamaged condition for a full refund.
• Faulty hardware within 30 days is eligible for exchange or refund.
• After 30 days or for subsequent hardware purchases, returns require Matterport authorisation.

Cancelling App Store / Google Play Subscriptions

• App subscriptions purchased through Apple App Store or Google Play are generally managed through your Apple or Google account.
• Matterport does not publish a separate App Store/Google Play cancellation policy; use the platform's subscription management tools.

What happens when you cancel

Account access and service end date

When you cancel a platform subscription, it remains active until the end of the current billing period.

Access and features continue until the subscription expiry date; no pro-rata refunds are issued for early termination.

Data and content retention

Your 3D models, media, and account data are retained according to Matterport's data policies and the remaining active period of your subscription.

After termination and any applicable retention period, access to hosted models may be suspended or deleted - export important data before expiry.

Will I get a refund?

Platform subscriptions

Matterport does not provide refunds for the unused portion of a subscription when cancelled early.

The subscription remains active until the end of the billing period with no refund for early termination.

Capture services and scan bookings

• Cancellations made more than 24 hours before the scheduled capture may receive a Matterport account credit or, at Matterport's discretion, a refund.
• Cancellations less than 24 hours before the appointment incur a Cancellation Fee; no refund or credit is provided.

Hardware returns and faulty items

• Return the first hardware item within 30 days in original condition for a full refund.
• Faulty hardware within 30 days may be exchanged or refunded.
• No returns or refunds for unwanted items after 30 days unless Matterport authorises otherwise.

Reseller refunds (example: VirtualPro)

If you purchased through a local reseller such as VirtualPro, their refund policy may differ.

VirtualPro states refunds for prepaid hosting may be offered at their discretion when delivery fails for reasons outside their control; statutory NZ rights still apply.

Matterport plans and pricing

Pricing overview

Matterport pricing varies by plan, region, and whether you buy subscriptions, on-demand captures, or hardware.

Specific prices and plan tiers are not listed here and should be checked in your account or via Matterport sales.

Typical billing notes

Billing cycles, renewal terms and notice periods are set out in the Matterport subscription agreement and may require 30 days' written notice in some cases.

App store subscriptions are billed by Apple or Google and follow their billing rules.

Your consumer rights in New Zealand

Statutory protections

New Zealand consumers are protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 for goods and services purchased in NZ.

These Acts require goods and services to be of acceptable quality, fit for purpose, and as described.

How this applies to Matterport purchases

When you buy from a NZ reseller such as VirtualPro, their Terms explicitly acknowledge that Consumer Guarantees Act rights are not limited.

If you buy directly from Matterport (a US company), NZ statutory rights still apply to consumer purchases, subject to the contract and whether you acted as a consumer or as a business.

Customer experiences

Positive feedback

Customers often praise Matterport's scan quality, innovative technology, and responsive support teams.

Reviews note reliable 3D capture and useful SDK and platform features for business workflows.

Common criticisms

Users report administrative complexity managing sharing and access rights, and occasional billing transparency issues.

There are reported cases of billing problems and dissatisfaction with AI-generated floor plan accuracy.

Sources and examples

For recent reviews see Trustpilot NZ: nz.trustpilot.com.

For user discussion of severe billing issues see a public thread on Reddit: reddit.com.

Documentation checklist

Before you cancel

• Login credentials for your Matterport account (my.matterport.com).
• Subscription details: plan name, billing cycle, renewal date.
• Booking confirmation for any scheduled capture services if applicable.

When you cancel

• Written cancellation notice if required (save a copy).
• Order/invoice numbers for hardware returns or refund requests.
• Contact details for the reseller if you purchased via a local partner.

Common mistakes

Missing the notice period

Many users assume cancellation is immediate; however subscriptions normally remain active until the end of the billing period.

Failing to provide any required 30 days' written notice can result in an extra billing cycle.

Assuming instant refunds

Users sometimes expect pro-rata refunds when cancelling mid-period; Matterport's policy is no refund for unused subscription time.

For capture bookings, cancelling within 24 hours usually means a fee and no credit - plan ahead to avoid charges.

Not exporting data

Customers occasionally lose access to hosted models after cancellation because they did not export or back up content.

Always download or export any important models or media before your access ends.

Comparative recap

Quick comparison

The table below summarises cancellation notice, refund likelihood, and key notes for each Matterport product type.

At-a-glance

After cancelling

Next steps

Export any important models, photos and data before your account or hosting access ends.

Confirm cancellation in writing and retain confirmation and invoices for your records.

Helpful links

• Matterport account: my.matterport.com
• Matterport support and legal: matterport.com
• VirtualPro NZ terms (example reseller): virtualpro.nz
• Trustpilot NZ reviews: nz.trustpilot.com

Address

Matterport legal address

All legal notices, including cancellations, should be sent to Matterport's Sunnyvale address as specified in their Terms.

Address: To Matterport, LLC, 352 East Java Drive, Sunnyvale, CA 94089, USA

Local liaison (if applicable)

If you purchased via a New Zealand reseller or partner, contact them first for local support and possible alternative return/refund processes.

For example, NZ resellers such as VirtualPro may act as local points of contact for service or hardware issues.